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#1
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The reinstatement that never was
Today, my unused PT reinstatement's so-called "Support and Upgrade Plan" that was purchased on 12/31/2019 is going to expire, even though I didn't choose an "upgrade option" to reinstate my expired support plan and there is and has been no active perpetual product in my iLok account with a real, live support plan other than the 2 other licenses that have not expired.
So, what's next? Do I have until midnight tonight to either exercise the reinstatement or lose it entirely? And if I do exercise it, do I also have to pay another $199 before midnight to keep the support plan going another year? Or would there be a 30-day grace period for me to recover from my agitation and cave in? I'm asking here, because Avid support failed to address every mention of reinstatement expiration I've made in the 2 support cases I filed, one in the very beginning and one this month when I started getting notifications. Here's a sample of my last query and the response: MY REPLY TO INITIAL SUPPORT RESPONSE: The specific issue I inquired about - why is my reinstatement expiring 12 months after purchase? - hasn’t be addressed. According to Avid's reinstatement FAQ, this isn’t supposed to happen: Q: If I purchase a reinstatement and do not immediately redeem, will it expire? A: No. When you purchase a reinstatement from a reseller, it does not expire and you are able to use it at a future time. Avid will continue to honor reinstatement redemptions during the promo and after we discontinue selling them. RESPONSE 4 DAYS LATER: I'm sorry I missed you last inquiry. But is everything is good to go now?
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Music: The Universal Language of Compassion and Inspiration 16GB MacBook Air 2020 Intel, MacOS 10.15.7, PT 2020.12; 2.8 GHz Core i7 16GB MacBook Pro 2014, MacOS 10.14.6, Thunderbolt Native/PTU 2020.5; 3.4 GHz Xeon 3-1270 Quad 16GB HP Z210 Win 7x64 SP1 & HD2 Accel/PTHD 10.3.10 or Digi 002/PT 12.4 |
#2
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Re: The reinstatement that never was
Quote:
(I can give you more info, after you've answered this question)
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Pro Tools Studio 2024.3 * Studio One Pro 6.6 * Harrison Mixbus 10 Pro * SSL UC-1 * Digidesign Command 8 * TECH 21 SansAmp 2.0 * Xvive U3 2.4Ghz Wireless Microphone * Shure SM57 & Rode NT2-A * Fender 30 & Champ 12 valve amps * M-Audio Axiom Pro 49 & Air 32 MINI * PreSonus Speakers & Monitor Station V2 * Lenovo W520 laptop Type 427637U (32 GB RAM) with extra-Ports Dock * 3 TB Samsung SSDs * 3 Screens: 15.6” Laptop & 24” BENQ LED GL2450-B & Samsung 27” CT550 curved Monitor |
#3
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Re: The reinstatement that never was
I purchased the reinstatement from a reseller (Sweetwater).
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Music: The Universal Language of Compassion and Inspiration 16GB MacBook Air 2020 Intel, MacOS 10.15.7, PT 2020.12; 2.8 GHz Core i7 16GB MacBook Pro 2014, MacOS 10.14.6, Thunderbolt Native/PTU 2020.5; 3.4 GHz Xeon 3-1270 Quad 16GB HP Z210 Win 7x64 SP1 & HD2 Accel/PTHD 10.3.10 or Digi 002/PT 12.4 |
#4
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Re: The reinstatement that never was
Quote:
"Note that there is a 30 day grace period following the expiration date of an Upgrade Plan which allows you to renew shortly after a plan has expired, but it does not extend your plan term by the number of days you wait--it adds a year to the original plan expiration date." Can you find an email from Sweetwater, advising you to Register/Redeem your Code immediately? 2 Quotes beelow are from: http://duc.avid.com/showthread.php?t=407871 Quote:
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https://www.sweetwater.com/sweetcare...-support-plan/ https://www.sweetwater.com/sweetcare...-support-plan/ I can’t find, in either of the above 2 links, Sweetwater advising “do not register/redeem your Code with Avid, until you are ready to use it." I feel this lack of information could and may have led people to “starting the clock” on their Plan, when this was not their intention. http://duc.avid.com/showthread.php?t...=Reinstatement
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Pro Tools Studio 2024.3 * Studio One Pro 6.6 * Harrison Mixbus 10 Pro * SSL UC-1 * Digidesign Command 8 * TECH 21 SansAmp 2.0 * Xvive U3 2.4Ghz Wireless Microphone * Shure SM57 & Rode NT2-A * Fender 30 & Champ 12 valve amps * M-Audio Axiom Pro 49 & Air 32 MINI * PreSonus Speakers & Monitor Station V2 * Lenovo W520 laptop Type 427637U (32 GB RAM) with extra-Ports Dock * 3 TB Samsung SSDs * 3 Screens: 15.6” Laptop & 24” BENQ LED GL2450-B & Samsung 27” CT550 curved Monitor Last edited by Southsidemusic; 01-26-2021 at 07:59 PM. |
#5
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Re: The reinstatement that (almost) never was
unkJE (and hopefully a Moderator?) I’m getting back to this 3-week old thread after some hectic times…
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The article clearly showed how to complete the reinstatement process, step-by-step, by entering the code directly into the Renew Support field of an expired support plan listed in My Products, and showed the active status of the support plan and expiration date when the reinstatement is complete. Quote:
Unfortunately, I was among those who did not come to that inference. Through my loose interpretation of the last Q&A in Avid’s Reinstatement FAQ about purchasing a reinstatement from a reseller and being able to use it at a future time, and prior experience adding products of various types to my Avid account via the code redemption page, I incorrectly assumed using that method and waiting to complete the reinstatement would do the trick. (Note: the final Q & A item in the Reinstatement FAQ was edited recently to include: “Important to note that the clock on your Software Updates and Support Plan starts when you redeem the code in my.avid.com/products/redemption.” That sentence wasn’t present when I took a screenshot that I attached to support case #04077556 on Dec 20, 2020.)
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Music: The Universal Language of Compassion and Inspiration 16GB MacBook Air 2020 Intel, MacOS 10.15.7, PT 2020.12; 2.8 GHz Core i7 16GB MacBook Pro 2014, MacOS 10.14.6, Thunderbolt Native/PTU 2020.5; 3.4 GHz Xeon 3-1270 Quad 16GB HP Z210 Win 7x64 SP1 & HD2 Accel/PTHD 10.3.10 or Digi 002/PT 12.4 Last edited by at01music; 01-26-2021 at 02:33 AM. Reason: typo in URL |
#6
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Re: The reinstatement that (almost) never was
I asked Sweetwater to change “Note: Your reinstatement code must be used within 30 days of purchase to avoid issues” mentioned here:
https://www.sweetwater.com/sweetcare...-support-plan/ This info has caused confusion – and Sweetwater have not updated this, following my request. People who have bought a Reinstatement to use in the future have been misinformed. Thank goodness we have Avid support here on the DUC, who can sort this out for you. If your support case #04077556 has been closed, start another Case. otherwise, reply to case #04077556 and request You’re correct about this recent update - I asked Avid update this on the same day I contacted Sweetwater: Quote:
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Pro Tools Studio 2024.3 * Studio One Pro 6.6 * Harrison Mixbus 10 Pro * SSL UC-1 * Digidesign Command 8 * TECH 21 SansAmp 2.0 * Xvive U3 2.4Ghz Wireless Microphone * Shure SM57 & Rode NT2-A * Fender 30 & Champ 12 valve amps * M-Audio Axiom Pro 49 & Air 32 MINI * PreSonus Speakers & Monitor Station V2 * Lenovo W520 laptop Type 427637U (32 GB RAM) with extra-Ports Dock * 3 TB Samsung SSDs * 3 Screens: 15.6” Laptop & 24” BENQ LED GL2450-B & Samsung 27” CT550 curved Monitor |
#7
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Re: The reinstatement that never was
I looked into reopening the case but I didn't see how to do it.
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Music: The Universal Language of Compassion and Inspiration 16GB MacBook Air 2020 Intel, MacOS 10.15.7, PT 2020.12; 2.8 GHz Core i7 16GB MacBook Pro 2014, MacOS 10.14.6, Thunderbolt Native/PTU 2020.5; 3.4 GHz Xeon 3-1270 Quad 16GB HP Z210 Win 7x64 SP1 & HD2 Accel/PTHD 10.3.10 or Digi 002/PT 12.4 |
#8
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Re: The reinstatement that never was
I'll start a new case tomorrow as you suggest. Thank you for your comments, they helped me dig into my problem in a better way!
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Music: The Universal Language of Compassion and Inspiration 16GB MacBook Air 2020 Intel, MacOS 10.15.7, PT 2020.12; 2.8 GHz Core i7 16GB MacBook Pro 2014, MacOS 10.14.6, Thunderbolt Native/PTU 2020.5; 3.4 GHz Xeon 3-1270 Quad 16GB HP Z210 Win 7x64 SP1 & HD2 Accel/PTHD 10.3.10 or Digi 002/PT 12.4 |
#9
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Re: The reinstatement that never was
Start a new Case.
Login to your Avid Master Account Under “My Support Center” click on “Access the Support Center (Portal)” This takes you to: https://na49.salesforce.com/500/o Under “Select Case Record Type” click on the drop-down Menu and select “Audio” In the 1st box, add a short description of your problem In the 2nd box, select “Artist Suite – DAW” In the 3rd box, select “Pro Tools” or “Pro Tools Ultimate” - or whichever choice applies to you In the 4th box, select “Pro Tools | Software” In the 5th box, select your Pro Tools version Click on “Submit My Question” You’ll be provided with a Case Number “Post Reply” to this DUC Thread, include your new Case Number You can do this now, if you like - it's a 24/7 service!
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Pro Tools Studio 2024.3 * Studio One Pro 6.6 * Harrison Mixbus 10 Pro * SSL UC-1 * Digidesign Command 8 * TECH 21 SansAmp 2.0 * Xvive U3 2.4Ghz Wireless Microphone * Shure SM57 & Rode NT2-A * Fender 30 & Champ 12 valve amps * M-Audio Axiom Pro 49 & Air 32 MINI * PreSonus Speakers & Monitor Station V2 * Lenovo W520 laptop Type 427637U (32 GB RAM) with extra-Ports Dock * 3 TB Samsung SSDs * 3 Screens: 15.6” Laptop & 24” BENQ LED GL2450-B & Samsung 27” CT550 curved Monitor |
#10
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Re: The reinstatement that never was
It was a bear to explain it all in clear detail, but I finally have a new Case Number 04107632, including a request to escalate to jeffro.
Thanks again for your help!
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Music: The Universal Language of Compassion and Inspiration 16GB MacBook Air 2020 Intel, MacOS 10.15.7, PT 2020.12; 2.8 GHz Core i7 16GB MacBook Pro 2014, MacOS 10.14.6, Thunderbolt Native/PTU 2020.5; 3.4 GHz Xeon 3-1270 Quad 16GB HP Z210 Win 7x64 SP1 & HD2 Accel/PTHD 10.3.10 or Digi 002/PT 12.4 |
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